Stuck on mapping Zendesk agent groups to Genesys Cloud skills for Predictive Routing. The POST /api/v2/routing/users/{id}/skills call fails with 404 Not Found when using the Zendesk group ID as the skill ID. Migrating from Zendesk’s flat structure, so the concept of skill levels is new. Is there a specific naming convention required for skills created via the API to work in the predictive queue?
The quickest way to solve this is…
- Stop using Zendesk group IDs as Genesys Skill IDs; they are distinct namespaces and will always return 404.
- Create new skills in Genesys via the Routing API, then map the Zendesk user ID to the new Genesys Skill ID in the payload.